[rt-users] How to show open requests?
I know in SelfService you can get all your open requests within one click. I would like to have this functionality for privileged users as well, with out having to go to SelfService. Is there a way for me to add something that looks like a module from the dashboard, or adding a link to the left nav bar so users can just click a quick link and see all their requests they may have open? Thanks, Charlie ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Ticket creation issue -- Was -- Re: How to setup basic permissions?
Okay so I have been messing with different permissions all morning and it looks like I need some guidance to get what I'm looking done. I don't want the users to have access to the contents of what is in my queues, yet I want them to see what queues we have to better place their ticket to the right place. e.g. - development - engineering - etc. If I remove the permission of 'view queues' they do not get any options for where to create a ticket in on the web interface. If I add it, they can now get access to the queues. Is there a solution to work past this problem? Maybe a proper recipe of permissions, maybe a file I need to modify, I'm open to any suggestions. Thanks, Charlie On Sep 18, 2008, at 12:27 PM, Charlie Reddington wrote: > Hi, > > Here's what I'd like to have done. > > I have 4 queues for different departments. I am setting up the > global permissions for ALL our users. I'd like them to have these > abilities. > > - See their own tickets > - See what queues they can put new tickets into > - Reply / modify their own tickets / dashboards / profiles > > What I don't want them to have is. > > - ability to read items that they do not own / create > > I have created a group called USERS, that everyone starts out in. > This group has the following permissions. > > - CreateOwnDashboard > - CreatedSavedSearch > - CreateTicket > - DeleteOwnDashboard > - ModifyOwnDashboard > - ModifySelf > - ModifyTicket > - ReplyToTicket > - SeeOwnDashboard > - SeeQueue ( I have no idea how else for them to view their tickets, > which also seems to let them see everything) > - ShowTicket > - Watch > > So far I have it so they see to much, with no easy way for them to > see only thier tickets. Any advice? I'm sure I need to remove / add > some permissions for the groups. > > Thanks, > > Charlie ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] How to setup basic permissions?
Hi, Here's what I'd like to have done. I have 4 queues for different departments. I am setting up the global permissions for ALL our users. I'd like them to have these abilities. - See their own tickets - See what queues they can put new tickets into - Reply / modify their own tickets / dashboards / profiles What I don't want them to have is. - ability to read items that they do not own / create I have created a group called USERS, that everyone starts out in. This group has the following permissions. - CreateOwnDashboard - CreatedSavedSearch - CreateTicket - DeleteOwnDashboard - ModifyOwnDashboard - ModifySelf - ModifyTicket - ReplyToTicket - SeeOwnDashboard - SeeQueue ( I have no idea how else for them to view their tickets, which also seems to let them see everything) - ShowTicket - Watch So far I have it so they see to much, with no easy way for them to see only thier tickets. Any advice? I'm sure I need to remove / add some permissions for the groups. Thanks, Charlie ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] rt-3.8.1: Error when you click on 'Tickets' on the side bar
Hi, Starting on the home page of RT, when you click on 'Tickets' on the left hand side I get a screen that says this. Results Wrong query, expecting a OPERATOR in '%20Owner%>20<--here%3D %20%27Nobody%27%20AND%20(%20Status%20%3D%20%27new%27%20OR%20Status %20%3D%20%27open%27)' And then there is a Query box that contains about the same %20Owner%20%3D%20%27Nobody%27%20AND%20(%20Status%20%3D%20%27new%27%20OR %20Status%20%3D%20%27open%27) I think this is supposed to list all the tickets right? Can anyone tell me what I need to change / where to change it to fix this problem? Thanks, Charlie ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] changing starting ticket number
We are finally up, but we are moving from a different help desk to this current one. Is there a way for us to start the ticket numbers at the numbers where we left off at? Thanks, Charlie ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Ticket shows up encrypted in GUI
Okay, so it seems that I can send tickets in and out that are properly encrypted. My issue comes from seeing the ticket itself as being encrypted. I turned on debugging and the only red flags I see are these. [Wed Sep 3 18:28:55 2008] [warning]: gpg: WARNING: unsafe permissions on homedir "/usr/local/rt-3.8.1/var/data/gpg" (/usr/local/rt-3.8.1/ bin/../lib/RT/Crypt/GnuPG.pm:2007) Right now I have the gpg folder and contents owned as apache:apache and all the files are chmoded 600. [Wed Sep 3 18:28:55 2008] [error]: gpg: error reading key: secret key not available (/usr/local/rt-3.8.1/bin/../lib/RT/Crypt/GnuPG.pm:2008) I can only assume the 'secret key' is the key that I set in my RT_SiteConfig.PM which is set properly with looks like this.. Set( %GnuPG, Enable=>1, OutgoingMessagesFormat=>'RFC', AllowEncryptDataInDB=>0, '--passphrase'=>'password', ); Do I need to set this somewhere else? Charlie ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] A few more GPG questions
Here's what I have done so far... I have a key setup for my [EMAIL PROTECTED] I have added my public key to this one and have added helpdesk's key to my own. I have on the RT side added my key to be fully trusted. When I send an email into the helpdesk it goes into the ticket encrypted. From here I do not understand how to go about decrypting this message so the staff can see it. I also do not have any useful messages in my apache error logs any more about this, it looks like everything is fine from that point of view. As root I have gone under preferences and see a category for 'cryptography'. I imagine I need to find a way for me to choose which key to use to decrypt messages but I have no idea how to get this working. Here's my GPG config options in RT_SiteConfig.pm Set( %GnuPG, Enable=>1, OutgoingMessagesFormat=>'RFC', AllowEncryptDataInDB=>0, '--passphrase'=>'removed', ); Set(@MailPlugins, ’Auth::MailFrom’, ’Auth::GnuPG’, ); Any one want to chime in on what is the next step from here? Thanks, Charlie ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] (no subject)
Sorry re read this. As for the 404 page what does your apache error log tell you? On Aug 26, 2008, at 11:55 AM, Nick Price wrote: Hi I'm still having a few problems with the web interface of rt-3.8.1 on a new install of fedora 9 including all the latest updates In firefox on the localhost RT will run as follows http://localhost or http://localhost/rt both take me to RT login page but I only see the page in text format On a remote PC if I try to connect to RT http://myIPaddress I get the default apache welcome page when I try http://myIPaddress/rt I get 404 webpage could not be found The Fedora server will also be running mrtg as the main page (http://myIPaddress ) so I need RT to run as http://myIPaddress/rt it doesn't matter what i seem to add it just flips between text and full mode in both root and myIPaddress/rt I need it to run only as http://myIPaddress/rt Please any ideas This is the config i'm running with now /ect/httpd/conf.d/rt3.conf NameVirtualHost localhost ServerAdmin [EMAIL PROTECTED] ServerName localhost DocumentRoot "/opt/rt3/share/html" AddDefaultCharset UTF-8 PerlRequire "/opt/rt3/bin/webmux.pl" SetHandler default SetHandler perl-script PerlResponseHandler RT::Mason and RT_SiteConfig.pm Set( $rtname, 'myDomain.coml'); #Set(@Plugins,(qw(Extension::QuickDelete))); Set( $WebDomain, 'localhost'); Set( $WebPath, '/rt'); Get thousands of games on your PC, your mobile phone, and the web with Windows®. Game with Windows ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] (no subject)
What are your permissions on your RT folders? I'd take a look at those. Charlie On Aug 26, 2008, at 11:55 AM, Nick Price wrote: Hi I'm still having a few problems with the web interface of rt-3.8.1 on a new install of fedora 9 including all the latest updates In firefox on the localhost RT will run as follows http://localhost or http://localhost/rt both take me to RT login page but I only see the page in text format On a remote PC if I try to connect to RT http://myIPaddress I get the default apache welcome page when I try http://myIPaddress/rt I get 404 webpage could not be found The Fedora server will also be running mrtg as the main page (http://myIPaddress ) so I need RT to run as http://myIPaddress/rt it doesn't matter what i seem to add it just flips between text and full mode in both root and myIPaddress/rt I need it to run only as http://myIPaddress/rt Please any ideas This is the config i'm running with now /ect/httpd/conf.d/rt3.conf NameVirtualHost localhost ServerAdmin [EMAIL PROTECTED] ServerName localhost DocumentRoot "/opt/rt3/share/html" AddDefaultCharset UTF-8 PerlRequire "/opt/rt3/bin/webmux.pl" SetHandler default SetHandler perl-script PerlResponseHandler RT::Mason and RT_SiteConfig.pm Set( $rtname, 'myDomain.coml'); #Set(@Plugins,(qw(Extension::QuickDelete))); Set( $WebDomain, 'localhost'); Set( $WebPath, '/rt'); Get thousands of games on your PC, your mobile phone, and the web with Windows®. Game with Windows ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] gpg: bad passphrase in apache error logs
I'm thinking that my gpg errors are all stemming from the fact that RT is may be reading my configs wrong. I'm not 100% yet but that's what my first thought is after staring at this for 2 days now. I'm getting this in my apache error logs [Mon Aug 25 20:50:28 2008] [info]: > #46/454 - Scrip 3 On Create Autoreply To Requestors (/usr/local/rt-3.8.0/bin/../lib/RT/ Action/SendEmail.pm:302) [Mon Aug 25 20:50:29 2008] [warning]: gpg: WARNING: unsafe ownership on homedir "/usr/local/rt-3.8.0/var/data/gpg" (/usr/local/rt-3.8.0/ bin/../lib/RT/Crypt/GnuPG.pm:546) [Mon Aug 25 20:50:29 2008] [error]: gpg: no default secret key: bad passphrase gpg: [stdin]: sign+encrypt failed: bad passphrase (/usr/local/rt-3.8.0/ bin/../lib/RT/Crypt/GnuPG.pm:547) [Mon Aug 25 20:50:29 2008] [error]: BAD PASSPHRASE: Bad passphrase for helpdesk2@.com (/usr/local/rt-3.8.0/bin/../lib/RT/Interface/ Email.pm:697) [Mon Aug 25 20:50:29 2008] [info]: > #46/454 - Scrip 4 On Create Notify AdminCcs (/usr/local/rt-3.8.0/bin/../lib/RT/Action/ SendEmail.pm:302) [Mon Aug 25 20:50:29 2008] [info]: > No recipients found. Not sending. (/usr/local/rt-3.8.0/bin/../lib/RT/Interface/Email.pm:337) [Mon Aug 25 20:50:29 2008] [info]: Ticket 46 created in queue 'General' by charlier@.com (/usr/local/rt-3.8.0/bin/../lib/RT/ Ticket_Overlay.pm:659) I have set the homedir to var/data/gpg and I have given that directory 775 permissions. It seems like it is creating the temp file that it uses to store the key as I get errors if I put my permissions to restrictive but when I set it to this it seems okay. Here's my latest RT_SiteConfig.PM Set(%GnuPG, Enable=>1, OutgoingMessagesFormat=>RFC, EncryptDataInDb=>0,); Set(%GnuPGOptions, '--homedir'=>'var/data/gpg', '-- passphrase'=>'password',); The only other thing I can think of is that I'm creating the gpg key wrong. What I'm doing is this. As root, I run gpg --gen-key For Name I put in 'helpdesk2' For email I put in 'helpdesk2@(removed).com' For comment I leave it blank. Next I put in the passphrase, which at this point is overly simple to make sure I'm not spelling things funky. I add my users public key to the public key ring for that user and then I grab the contents of the .gnupg directory and copy them over to var/data/gpg Hoping someone can throw me a bone here, I'm officially stuck. Charlie ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Is there a howto on setting up GPG w/ RT-3.8.0?
Okay I have some progress but more questions. When I use only this line for my GPG options I get the options in my queue to 'sign by default' and 'encrypt by default'. Set(%GnuPG, Enable=>1, OutgoingMessagesFormat=>RFC, EncryptDataInDb=>0,); What I did was as root , create a gpg key using the email address that I am sending in to. As for the name I didn't k now what to put so I used the name prior to the @ of the email address. But when I send tickets in that are encrypted, it doesn't send responses because of these errors. [Mon Aug 25 15:51:29 2008] [info]: > #31/370 - Scrip 3 On Create Autoreply To Requestors (/usr/local/rt-3.8.0/bin/../lib/RT/ Action/SendEmail.pm:302) [Mon Aug 25 15:51:30 2008] [warning]: gpg: WARNING: unsafe ownership on homedir "/usr/local/rt-3.8.0/var/data/gpg" (/usr/local/rt-3.8.0/ bin/../lib/RT/Crypt/GnuPG.pm:546) ** This shows up after I made the directory writable as I was getting errors that it couldn't create temp files ** [Mon Aug 25 15:51:30 2008] [error]: gpg: keyring `/usr/local/rt-3.8.0/ var/data/gpg/secring.gpg' created gpg: keyring `/usr/local/rt-3.8.0/var/data/gpg/pubring.gpg' created gpg: no default secret key: secret key not available gpg: [stdin]: sign+encrypt failed: secret key not available (/usr/ local/rt-3.8.0/bin/../lib/RT/Crypt/GnuPG.pm:547) [Mon Aug 25 15:51:30 2008] [info]: > #31/370 - Scrip 4 On Create Notify AdminCcs (/usr/local/rt-3.8.0/bin/../lib/RT/Action/ SendEmail.pm:302) [Mon Aug 25 15:51:30 2008] [info]: > No recipients found. Not sending. (/usr/local/rt-3.8.0/bin/../lib/RT/Interface/Email.pm:337) [Mon Aug 25 15:51:30 2008] [info]: Ticket 31 created in queue 'General' by charlier@.com (/usr/local/rt-3.8.0/bin/../lib/RT/ Ticket_Overlay.pm:659) But when I try to offer RT the creds it may need to put the passphrase in, it no longer gives any encrypt options. This is what I'm using for that. Set(%GnuPGOptions, homedir=>'/usr/local/rt-3.8.0/var/data/gpg','-- passphrase'=>'passphrase secret'); Any advise here? Charlie On Aug 23, 2008, at 12:16 AM, Ruslan Zakirov wrote: On Sat, Aug 23, 2008 at 5:11 AM, Mario A. del Riego <[EMAIL PROTECTED]> wrote: -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Ruslan Zakirov escribió: |> You don't have to generate keys for users. Either you can import his |> key or use keyservers. Ok, you dont have to... but when 'myuser' sign or encrypt a comment on a ticket, How RT get his private key? I can't understand that... content is encrypted using recipients' public keys. content is signed using queues' private keys. (I guess when you say 'import his key' is his public key) Thanks. - -- A\C Mario A. del Riego Unidad de Recursos Informáticos Facultad de Ingeniería - UdelaR "La Universidad no puede ser un depósito indiferente de sueños y frustraciones personales..." Dr. G. Perera -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.9 (GNU/Linux) iEYEARECAAYFAkivY6sACgkQB6f+NSnOywSgugCfahvdUIHtHdGw9koVMAvLxETX Hh4AoNYs/Cmvbn55nXVHSQY2MwfJW9MC =h/OP -END PGP SIGNATURE- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Is there a howto on setting up GPG w/ RT-3.8.0?
I have gotten RT 3.8.0 working pretty well. It so far is doing everything I want except one thing. Which comes more from my lack of understanding how GPG works with RT. I have read the docs on how gpg works, and what sort of configs I need to do for RT, but I'm still having a difficult time wrapping my head around what needs to be done. I really rather not be hand held the whole way here but I can barely find any real documentation on how to get GPG functionality working, so I must ask for some hand holding. Really What I need to know are the following. 1.) What GPG files does RT look for? I could just recreate my own GnuPG folder but I'm not really sure if this is correct. 2.) What configuration options are needed to encrypt email messages? ( We have a mixed environment here that most of our users encrypt email, but outsiders don't. ) This is my only options I have in my RT_SiteConfig.PM as far as GPG is concerned. Set(%GnuPG, Enable=>1, OutgoingMessagesFormat=>RFC, EncryptDataInDb=>0,); Set(%GnuPGOptions, homedir=>'/usr/local/rt-3.8.0/var/data/gpg',); Can anyone fill in the blanks here for me? Charlie ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] First login not working
Hi, Looking to log into RT for the very first time. I entered root and 'password' for the user details and it returns 'Your username or password is incorrect'. During the install I did have issues with the init of the database. During the make initialize db I got this error. I ran this from the source directory. ./sbin/rt-setup-database --action init --dba rtuser --prompt-for-dba- password In order to create or update your RT database, this script needs to connect to your Pg instance on localhost as rtuser Please specify that user's database password below. If the user has no database password, just press return. Password: Working with: Type: Pg Host: localhost Name: rt3 User: rtuser DBA:rtuser Now creating a Pg database rt3 for RT. Done. Now populating database schema. Done. Now inserting database ACLs Couldn't finish 'acl' step. ERROR: Couldn't run SQL query: GRANT USAGE, SELECT, UPDATE ON attachments_id_seq TO rtuser; ERROR: ERROR: invalid privilege type USAGE for table The rtuser should be able to do everything. It does create the database. It is owned by rtuser. So that seems to be pretty much good to go. But setting the permissions seems to fail. I'm installing rt 3.8.0 I'm using postgres 8.1.11 Any ideas here? Thanks, Charlie ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
